Frankel Joseph
Elmont,NY
Summary
Personable and dedicated customer service professional with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
14
14
years of professional experience
Work History
Senior Client Success Specialist National Accounts
Indeed
New York, NY
08.2018 - Current
- Manage a book of business alongside a National Account Manager to drive retention, prevent churn, and identify upsell opportunities for enterprise clients.
- Ensure clients are actively engaged by strategizing for success, providing reporting data on ROI, conducting utilization reviews, and educating on product updates.
- Take ownership of new accounts, and manage their onboarding.
- Lead online webinars, in-person consultations, and one-on-one demos to educate clients on product features and performance.
- Facilitated communication between various internal departments in order to provide clients with seamless experiences when interacting with the company.
- Utilized CRM software tools such as Salesforce and Zendesk in order to efficiently manage customer inquiries or requests.
- Provided guidance and education to new team members, ensuring that they are able to succeed and grow in their careers.
Technical Support Specialist
Apple
07.2011 - 07.2018
- Help new product owners get started, and current users get quick, efficient support.
- Advise on product recommendations, and provide personal training for new customers, helping them acquire the basic skills needed to get started on photo, video, and music projects.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
Production Assistant Intern
Apple Music
New York, NY
05.2017 - 08.2017
- Worked closely with the production coordinator to plan and prepare show notes.
- Collaborated with the production team to facilitate smooth operations by preparing for disruptions and delays during daily live shows and weekly interviews.
- Assisted senior editors with recording and post-production editing on 'The Ebro Show' and 'Time Crisis with Ezra Koenig,' and artist voice notes.
- Research social media platforms for relevant news tied to upcoming programs.
Education
Bachelors of Arts - Media Technologies
Queens College
Flushing, NY05.2017
Skills
- Client relations, service, retention, and optimization
- Inter-department collaboration
- Account management
- Campaign management
- Customer onboarding
- Data analysis and literacy
- Research and due diligence
- Training and mentoring
- Strategic communications
- PostgreSQL Google Workspace
- CRM software Salesforce Zendesk Tableau Slack
- Content Creation: ChatGPT Grammarly Glean
References
References available upon request.
Timeline
Senior Client Success Specialist National Accounts
Indeed
08.2018 - Current
Production Assistant Intern
Apple Music
05.2017 - 08.2017
Technical Support Specialist
Apple
07.2011 - 07.2018
Bachelors of Arts - Media Technologies
Queens College
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